Anthesis Group

Global Service Desk Manager

Anthesis Group

full-time

Posted on:

Location Type: Hybrid

Location: India • India

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Tech Stack

ITSMServiceNow

About the role

  • Own and operate the Global Service Desk supporting 1,500+ users across all regions
  • Lead and coordinate Global IT Engineers providing L1 support
  • Act as the single front door for IT support, ensuring effective triage and escalation to L2 teams
  • Ensure consistent application of ITIL practices across incident, request, problem, and change processes
  • Plan and support the migration of the Service Desk to an enterprise-class ITSM platform
  • Drive a shift toward automation, self-service, and improved user experience
  • Ensure all tickets are correctly logged, categorized, prioritized, and routed to L2 where required
  • Maintain and continuously improve Service Desk processes, workflows, and tooling
  • Manage Service Desk operations, including handovers, coverage models, and on-call support
  • Ensure Service Desk readiness for audits, incidents, and business-critical events
  • Define and own Service Desk KPIs, SLAs, and performance metrics
  • Design and maintain dashboards and reports to track service quality, efficiency, and user satisfaction
  • Analyze trends, root causes, and recurring issues to inform problem management
  • Provide regular reporting and insights to IT leadership and key stakeholders
  • Use data to drive continuous improvement and demonstrate the value of the Service Desk
  • Lead, coach, and develop Global Service Desk Engineers
  • Support hiring, onboarding, performance management, and succession planning
  • Identify opportunities to optimize ITSM processes, tools, and service delivery models

Requirements

  • Proven experience leading a global or multi-region Service Desk in a medium to large organisation
  • Experience supporting remote-first users with no local IT presence
  • Bachelor’s degree in Information Technology, Business Administration, or a related field
  • ITIL certification (Foundation or higher) required
  • Hands-on experience with enterprise ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management)
  • Strong reporting and analytical capability (Power BI, Excel, or similar tools)
  • Excellent communication, stakeholder management, and leadership skills
  • **Skills & Competencies**
  • - Deep understanding of ITIL and ITSM best practices
  • - Strong operational leadership with a customer-first mindset
  • - Data-driven decision-making and analytical problem-solving skills
  • - Experience working within compliance and risk frameworks (e.g., ISO 27001, NIST)
  • - Ability to translate complex operational data into actionable insights
  • - Strategic mindset with the ability to align Service Desk operations with business goals
  • - Confidence engaging with technical and non-technical stakeholders
  • - Experience facilitating workshops, service reviews, and governance forums
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITILITSMreportinganalytical skillsdata-driven decision-makingproblem-solvingoperational leadershipservice quality analysisticket managementprocess optimization
Soft Skills
communicationstakeholder managementleadershipcustomer-first mindsetstrategic mindsetengagement with stakeholderscoachingperformance managementonboardingsuccession planning
Certifications
ITIL certificationBachelor’s degree in Information TechnologyBachelor’s degree in Business Administration